1st Line Service Desk Analyst
7 months ago
At Hearst UK, there’s always more to the story. Join us as our 1st Line Service Desk Analyst – Maternity Cover Contract to start the next chapter in your career.
We’re the UK’s leading premium publisher, and the people behind iconic media brands such as Cosmopolitan, Esquire, Elle, Harper’s Bazaar and Country Living. We’ve created a working environment that encourages everyone to pull together. We never stop looking for brave new ideas. We’ll always try to develop and improve, we trust each other to do our best, and we have fun as we build on our heritage to make history.
This role sits within the Hearst Enterprise Technology department, providing IT services and support for all Hearst Divisions globally. This Group is responsible for ServiceDesk services & support, desktop support and all end user technology support.
As a 1st Line Service Desk Analyst, you will form part of a Global support team who provide a centralized resource to provide help and break-fix IT support to all Hearst employees. You will form key relationships with other ServiceDesk first line staff located in both the UK and the US.
ABOUT THE ROLE
Responding to incidents/ requests/ or queries via phone, chat, or email channels Categorisation and logging of all IT Incidents and IT Requests within the ServiceNow IT ticketing system Taking ownership of IT issues from start to finish ensuring tickets are closed within the agreed SLA Identify, diagnose, prioritise issues and problems Escalate, if needed any unresolved issues to a higher level of support or to direct line management Printer and hardware peripheral support Mobile phone support (iPhone + Android) Deskphone configuration/ DisablementABOUT YOU
The ideal candidate for this role should have previous experience working in a team that provides Help Desk Support for users operating across different time zones via a call centre environment. You should also have a good understanding of ITSM best Practice. Ideally ServiceNow ticket management experience as well as PC and MAC OS users support experience.
WHAT WE OFFER
At Hearst UK, you can choose from a huge range of perks and benefits that can help you learn well, work well and live well including:
25 days’ holiday (with the option to buy up to 5 additional holiday days) - pro rated for part-time or fixed-term employees Discounted gym membership Healthcare cash plan Spend a charity day with your favourite good cause Life assurance and pension scheme Regular socials and more
There’s more to your story than you imagine. And the next chapter begins right here.
Hearst UK is deeply committed to using our influential brands to reflect the world we want to live in – one that respects, protects, represents and uplifts the voices and opinions of all people. As a business, we recognise the significant benefits of creativity, collaboration and innovation that comes with diverse teams. Not only is diversifying the voices in our organization the right thing to do, but it also helps us to make powerful and exciting content that can be enjoyed by many more people. This is why we’re working to build a sense of true belonging within our business and foster a culture in which everyone feels heard.
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